3rd Line support engineer

Référence:
ITS764

Experience

Contract

Location

Mission

Mission

  • Resolve known errors incidents related to workstation, printers, software packages, Microsoft patches
  • You are responsible for monitoring the tickets and reduce the backlog of level 2, by respecting the SLA
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required
  • You are also responsible for incident management and assist Engineering Team resolving/troubleshooting incidents
  • Alert management to emerging trends in incidents
  • You offer alternative solutions and writes procedures
  • Organize information sessions with the service desk to transfer technical knowledge on new projects or changes
  • Test fixes to ensure problem has been adequately resolved
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
On top of that, you are responsible for the Lifecycle software management:
  • regularization of non-standard applications
  • follow-up new software demands
  • create/modify installation guides
  • create/modify installation guides for packaging + create demands for packaging team
  • test packaged versions
  • troubleshooting/testing applications during migration of Windows 7 to Windows 10.
  • maintain the datastore software library (DSL)
  • maintain the CMDB (software information catalogue)
  • move/upgrade previous application sources (old datastore) to the new DSL

Location: Brussels


Profile

Profile

You have a:

  • Bachelor-degree in ICT or at least 2 years of experience as service desk agent
  • Strong knowledge on the newest Windows Operating Systems Configuration and Support
  • Knowledge of principles of application's deployment
  • Good knowledge of hardware and standard software packages (MS, Active Directory, Exchange, SharePoint, SCCM, DNS, DHCP)
  • Basic knowledge of Citrix, Scripting, PowerShell, PHP, etc
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
  • Exceptional written and oral communication skills
  • Good analytical and questioning skills
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
  • Strong documentation skills

You are:

  • Stress resistant
  • Flexible (shift system)
  • Team player
  • Strong affinity with IT evolutions
  • Customer oriented
  • Punctual
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • You are fluent in French and English

What we offer

In addition to a pleasant work environment, we offer a competitive salary, a car and excellent fringe benefits.

As we consider our people to be our most valuable assets, we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas.